Password expired - how to reset

Summary

This guide helps you troubleshoot and resolve: Password expired - how to reset. Follow the steps below to fix the issue.

Common Causes

Overview

If your password has expired, you’ll need to reset it to regain access to your Microsoft 365 account. Follow the steps below. For more information on login problems, see Cannot login with domain credentials.

Reset Your Password (Self‑Service)

Option 1: During sign‑in

1. Attempt to sign in to any Microsoft 365 app.
2. When the “Your password has expired” message appears, click Change password.
3. Enter your current password and click Next.
4. Enter a new password that meets the requirements, then re‑enter it to confirm.
5. Click Next to complete the change.

Option 2: Via Office.com

1. Go to office.com and select Sign in.
2. Enter your email address and click Next.
3. Choose Forgot password.
4. Follow the identity verification steps.
5. Create a new password that meets the requirements.
6. Sign in with your new password.

Option 3: Using the Microsoft Self‑Service Password Reset portal

1. Open a web browser and go to myaccount.microsoft.com.
2. Sign in with your work account (you may be prompted for MFA).
3. Select Security info > Password security > Change password.
4. Verify your identity using the configured method (email, phone, or authenticator app).
5. Enter a new password that meets the requirements, then confirm it.
6. Click Next to finish.

Password requirements

Your new password must:

• Be at least 8 characters long (your organisation may enforce a longer minimum).
• Contain characters from at least three of the following categories:

• Uppercase letters (A‑Z)
• Lowercase letters (a‑z)
• Numbers (0‑9)
• Special characters (e.g., ! @ # $)

• Not match any of your previous 10 passwords.
• Meet any additional organisational policies (e.g., prohibited words or patterns).

Troubleshooting

No reset email or SMS received

• Check your spam or junk folder.
• Verify that your contact details are up‑to‑date in myaccount.microsoft.com.
• If the issue persists, contact IT support.

Account locked after multiple failed attempts

• Wait the lockout period (usually 15 minutes) before trying again.
• If you remain locked out, Open a Ticket and provide the error details.

MFA re‑enrollment required

• After a password change, you may be prompted to re‑register your authenticator app.
• Follow the on‑screen instructions to complete MFA setup.

Password sync delays

• It can take up to 15 minutes for the new password to propagate across Azure AD and on‑premises services.
• If you experience sign‑in failures after this period, clear cached credentials (see below).

Self‑Service Password Reset (SSPR) not registered

If you have not registered security information (such as a phone number, alternate email, or authenticator app) for self‑service password reset, you will be unable to use the self‑service options above. You must contact IT support to have your password reset manually.

To proceed, Open a Ticket and provide your email address, proof of identity (employee ID or manager’s name), and any error messages you have received.

After resetting your password

Update your devices

You’ll need to sign in again on the following services:

• Windows login on your computer (How to update Windows)
• Outlook desktop app
• Microsoft Teams
• OneDrive
• Phone email applications
• Any VPN client or third‑party apps that use your corporate credentials (How to connect to company VPN from home)

Update the password on iOS mail

1. Open Settings > Mail > Accounts.
2. Select your work email account.
3. Tap Password and enter the new password.
4. Tap Done to save.

Update the password on Android mail

1. Open the Outlook app or your device’s native Email app.
2. Navigate to Settings > select your Exchange/Office 365 account.
3. Tap Account settings or Incoming/Outgoing server settings.
4. Locate the Password field and enter your new Microsoft 365 password.
5. Tap Save or Done and restart the app to verify the connection.

Update the password in Outlook mobile

1. Open the Outlook app.
2. Tap your profile icon > the gear icon for Settings.
3. Select the affected account and choose Change Password.
4. Enter the new password and tap Save.

Clear cached credentials in Windows

1. Open Control Panel > Credential Manager.
2. Under Windows Credentials, locate any entries for your work account.
3. Select the entry and click Remove.
4. Sign in again to the affected applications.

Impact on VPN and other third‑party apps

Changing your password may require you to update credentials in VPN clients, remote desktop tools, and other services that store your corporate password. See related articles:

• How to connect to company VPN from home
• Cannot access shared network drives
• Cannot access SharePoint site

Still locked out?

If you remain unable to sign in, Open a Ticket and provide the following information:

• Your email address
• Proof of identity (employee ID, manager’s name)
• Any error messages you have received

Still Having Issues?